Process Improvement Specialist

About Checkr

Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr's innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable.

We're a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2025 List and is a Y Combinator 2024 Breakthrough Company.

About the Role

As Process Design Specialist, you'll assess how our operations processes work today and identify where they break down or fall short, using established process mapping methods to help design what should replace them. That includes taking customer experiences and turning them into concrete, standardized improvements to our support flows, with support from your manager and senior team members on the larger or more ambiguous calls.

Our ideal candidate is a systems thinker who can look at a process end to end and pinpoint where it breaks down or stops scaling. You bring structure to ambiguity: you can take that understanding and help design something better, not just a cleaner version of the same process. You document what you find clearly, whether that's a process map, an SOP, or a runbook, and you know how to use current tools, including AI, to speed up discovery and documentation without cutting corners on rigor.

We're not just documenting today's process — we're designing for a future where agents handle more of the execution. You'll help define where automation can run end to end and where a human-in-the-loop checkpoint is still required, setting the standard so our processes scale without losing rigor or compliance.

This role reports to the Senior Manager, Operations Knowledge Systems & Process Design, and joins a growing team of knowledge and process specialists. It will require periodic travel (<10%) to connect with teams across Checkr's San Francisco, Denver, and Santiago offices.

What You'll Do:

• Assess existing operations and support processes using established methodologies to identify gaps, redundancies, and inefficiencies, and baseline current performance using existing operational data (volume, handle time, TAT) to size the problem before recommending a change.
• Translate customer experiences into mapped, actionable improvements to support flows
• Map current-state and future-state processes using standard methodologies (process flows, swimlane diagrams, RACI) to produce clear, actionable documentation, with an understanding of FCRA-regulated workflows
• Support the team's intake process for new process improvement requests, so operations teams know exactly what to submit
• Facilitate working sessions with subject matter experts to capture tribal knowledge and convert it into documented, repeatable processes
• Partner with Quality & Training, Operations Insights, and Program Management teams to translate process maps into standardized SOPs, runbooks, and playbooks
• Identify opportunities to apply automation and AI-assisted workflows to reduce manual, repetitive steps in existing support processes
• Track process improvement initiatives from assessment through adoption, escalating risks and blockers as needed
• Measure process changes against the pre-change baseline and report whether the change moved the metric, flagging when a fix hasn't solved the underlying problem
• Collaborate cross-functionally to support adoption of new or updated processes, so they don't just get documented and shelved

What You Bring

• 3+ years of experience in process improvement, business process design, or operations analysis, ideally within a support or operations environment
• Hands-on experience with process mapping methodologies (process flow diagrams, swimlane diagrams, RACI matrices)
• Experience assessing a current-state process using structured methodologies and identifying where it's breaking down
• Experience translating unstructured or tribal knowledge into clear, standardized documentation such as SOPs, runbooks, and intake forms
• Comfort working within support and knowledge systems (e.g., Zendesk, Salesforce, Confluence, or similar)
• Familiarity using AI tools to accelerate process documentation, gap analysis, or workflow audits, with the judgment to know where human review still matters
• Strong facilitation skills, with experience running working sessions to gather requirements from cross-functional stakeholders
• Excellent written communication skills; able to produce process documentation that's clear to both technical and non-technical audiences
• Experience quantifying a process's cost in time, volume, or rework before and after a change, using data from existing dashboards and reports; strong in spreadsheets, including pivot tables and lookups (SQL not required)
• Experience defining and tracking success metrics for a process change, and knowing when a metric improved but the underlying problem didn't
• Preferred: experience improving support operations workflows in a high-volume, customer-facing environment
• Preferred: Lean Six Sigma, BPM certification, or equivalent formal process improvement training
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.